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Table 15
Glossary of Terms (continued)
Term
A contention report provides the percentage of time a variable number of
Contention
members in a group were simultaneously free/busy. The statistics are presented
Report
either as non-cumulative or cumulative.
Device
A line, DID number, extension or agent.
A DID group is a collection of DID numbers monitored by the Insight MIS. DID
numbers can belong to multiple DID groups if necessary. For each DID number
DID Group
configured in the system you can make one of the groups it belongs to its default
group. This facility allows you to configure the attributes of a set of DID numbers by
simply configuring the attributes of the corresponding default DID group.
A Direct Inwards Dial (DID) number is a dynamic numeric attribute assigned to a
line on an incoming call. A DID call can be routed to groups of extensions/agents
DID Numbers
or to individual extensions/agents depending on how the call routing software
within the switch has been programmed. Insight MIS can monitor in real time and
historically the activity of inbound calls associated with DID numbers.
A DID Super Group is a collection of DID groups monitored by the Insight MIS. By
DID Super
making reference to a single DID super group, Insight MIS collects a set of DID
Group
groups together for real time display or historical reporting purposes.
A box that displays command options and configuration parameters for you to
Dialog box
review or change.
Drag
To hold down the left mouse button while moving the mouse.
Exporting data - Use this command to export the data contained in the report
Exporting
displayed in the currently selected data window. The data is exported in comma
data
delimited ASCH format. This exported data file can be read into most commercial
spreadsheet and database programs.
An extension is the physical telephone handset at which an agent can receive
Extension
incoming calls, make outgoing calls or handle other forms of internal telephony
traffic.
Extension
Not enough extensions are available to take calls within the named extension
Contention
group.
Insight CTX Supervisor Guide
04/03
Definition
Glossary
General Terms
83
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